MINSTER, OHIO -- After waiting for 2 weeks after my doctor faxed my prescription for my CPAP machine to Apria, I finally decided to call them to see what was the holdup. First, I waited on hold for over a half hour just to speak to a person. He told me that they would call me on Monday to set up a time with them to discuss insurance. I waited until the next Thursday and decided to call them back on my own. I once again waited for a half hour to speak to a person. This woman told me that she didn't understand why no one had gotten back with me and she elevated my order status. She said a manager would call me back the next day.
The next day, the manager called me and things seemed to be straightening out. She said there would be a total charge of 29.61 for all the equipment except the mask and that I would pay for the mask when I picked up the machine. She scheduled me to pick up the machine on the following Wednesday and took my banking information to charge the $29.61.
Wednesday I went to the office to pick up the machine and be instructed on how to use it. After the instruction the woman in the office showed me an invoice. The amount on the invoice was less than the $29.61 and she said the ONLY thing I would have to pay for was the mask. I asked her how much the mask would be. She said it would be less than $20. I signed the invoice as she noted the card was already on file so I didn't need to provide it or get a receipt. 2 days later, as I was checking my bank account, there was a charge for $118.98!!! I called back to Apria.
After I talked on the phone for close to an hour, the woman supervisor named **, told me that she was sorry for the mix-up but I had to pay more because they didn't tell me right. Tell me exactly how 2 people told me that I only owed $29 and I got charged $118.98?!?! Something seems very fishy and illegal about this company. I will be talking to my lawyer.
NATIONWIDE, TEXAS -- I needed a CPAP machine and am covered by a Humana Obamacare plan. As I had met my maximum out of pocket for the year, Humana should pay 100% of allowed claims. Unfortunately Humana have an exclusive contract with Apria Healthcare: when I went to get the machine they refused to give it to me unless I gave them a credit card number. They told me that this would not be charged as it was only to make sure that I would return the machine at the end of the rental period. Liars!
Although I was reluctant to give them my card, there was no way I could get the machine I needed without, as Humana will not allow me to go elsewhere. Suddenly I get overdrawn warnings from my bank (and a stack of $27.50 charges) although there should have been around $250 left in it. Without any warning, and without sending any bill to me, Apria just decided to charge my card for $249. That was on December 12th, leaving me without any money to buy food, gas, or other essentials, until January 3rd.
On contacting them they refuse to refund it, claiming that there was a balance due on the amount paid by Humana, without explaining why or sending me a bill. In fact to contact Apria Billing about the matter you have to enter a number from the bill (the one they never sent me)!
JOPLIN, MISSOURI -- It is now Dec 14, 2015, I first contacted Apria about getting a replacement cPap Machine around Oct 13, 2015. I was told they would contact my insurance for eligibility for a new cPap. I went back to the local office near the end of October to check on the status. I was told I need a prescription from my Dr. I went and got the prescription and hand delivered it to the office. I next went into the office around Nov 12th and was told they needed me to see my Dr and he needed to send in a letter requesting the cPap. I see my Dr and the paperwork gets sent to Apria.
Nov 24th I was told the prescription had to be dated on or after the Dr visit. Done. Today I call and am told the Dr did not word his letter exactly like they needed (btw they sent the Dr.'s office what they needed, and I was told after they got the letter that is was what they needed).
After 5 contacts with Apria, they don't even know if they will have me a cPap before the end of the year. I am glad my life does not require a new machine immediately. I sincerely hope they get other life-critical medical supplies out in a timely manner. I am checking with my insurance for another in-network supplier.
UPDATE just got off the phone with Apria, they are going to see what they can do to get this resolved. I wished him luck.
CHARLOTTE, NORTH CAROLINA -- My husband was prescribed oxygen for pneumonia in the hospital in Santa Fe. We waited over four overs for the delivery after discharge, the case manager and I both made numerous calls to customer service. They were supposed to deliver oxygen to our home in Charlotte on midnight upon our return from Santa Fe. Of course, they did not even though I had confirmed the delivery by phone en-route. We made several frantic after hour calls to the local and national emergency Numbers only to be told to leave a message and they would call us back in the order our call was received.
Fortunately the nurse who accompanied us was able to leave her concentrator for us to use during the night. Finally, the next morning the dispatcher called and said someone would be right out. Three hours later it was delivered. Two days ago we notified the Local office that it was no longer required. We still have the equipment. The equipment sat at the hotel in Santa Fe for 6 days. We think this a scam to charge Medicare for every day we have the equipment even though it is not required. Do not do business with this company, ever!!!
TACOMA, WASHINGTON -- I have just sent this to Apria customer service: This is our second day of waiting for someone to pick up an oxygen concentrator and oxygen tank that is being returned. We spent yesterday at home waiting for a scheduled pickup and no one came. When my wife called (and waited for 45 minutes on the phone for an answer) she was told that someone had come to the house and no one was home.
The problem is, we cancelled several appointments in order to stay home! Then we were told the equipment would be picked up today between 10 and 2:15. Once again we had to cancel plans to stay home and wait for your driver. It is now 1:30 and no one has shown. My wife just called and was told the driver will not be here before 3!
From the day we started dealing with Apria your customer service has been non-existent. Scheduled times come and go with no contact to the customer. Wait times on the phone stretch out to well over half an hour. You have managed to create a customer service organization that makes Comcast look good.
I feel badly for your employees because I imagine the problem is management and not the people who work day-to-day to make your mission statement something more than the apparent joke that it is. We shall take every opportunity to use social media to inform people of the type of service they can expect from Apria.
FAIRFIELD, CALIFORNIA -- I was just contacted (and recorded) by this business. I was referred to Apria by Sutter Health (in Fairfield). The associate I spoke with was filling an order for a CPAP machine. During the discussion she told me that for Aetna (my insurance provider) Apria has a policy of billing for 11 months after which I will own the unit. I have already met >90% of my personal deductible for the year, so this just pushes more cost onto me as a customer when the rental charges flow into next year.
I declined their kind offer and asked that Sutter Health refer me to another provider. Having reviewed this company online it is hard to imagine why Sutter Health refers patients to Apria, or why Apria can survive based on its merits. The other reviews are terrible.
LOUISVILLE, COLORADO -- On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their "Customer Care" department is a total joke. If you have a choice, go with another vendor for your supplies.
SACRAMENTO, CALIFORNIA -- It started in August with a call to place an order for CPAP supplies. At first it seemed like a simple process and then the wheels fell off the wagon. I called the 1st of September for the tracking number for the shipment and was told I would have to talk with the billing department. No order had been placed. I was told I needed a new prescription, a face to face documentation and numerous other requirements. I complied with their request and called back again to check. Still no orders placed, and now new requirements.
Now it is the middle of September. I was told the order had been processed and to call the end of the week for the tracking number. When I called, they had not placed the order because of some missing documentation. If so, why did someone not call or email me? Again, I sent them what they said they needed. Still, no order was placed. I am now calling everyday. Everyday I had to repeat the entire history of this order. Don't they make notes like most customer service businesses?
Long story short, it is now mid October, no order placed, they sent me more email documents to send back and when I asked if they can now provide me with the shipping number, I am told, again to call back tomorrow. Really? Again? I guess I will see tomorrow. If they say they will call you back, don't wait for that call. You could die waiting. Now being able to use the CPAP for more than an month has started to have an impact on my overall health. I hope that I survive this unacceptable service from a Healthcare provider that clearly does not care about their customers.
First, they kept leaving me voice mails from an automated call system without any identification of who they were. I ignored it for several weeks as the message sounded like a credit card scam. Finally I called from work and found out they were trying to notify me that my credit card was going to expire next month. The contact is obviously in India and their language skills and understanding is minimal. Not really able to respond to my questions.
Another issue has been that they sent me a letter saying I had not sent my modem in when requested. The problem was I left the modem for pickup by FedEx and they failed to come by. I had already called the number on their instruction for advice and they had rescheduled the pickup which went off without additional problems.
No communication between parties resulted in a rude letter accusing me of not doing what I was asked to do. Royal **. Will go elsewhere as soon as I retire. Their corporate office is obviously made up of money grubbing people that do not care about their customers and only want to make money. Billing does not match up with my EOB's so I suspect there are trying to rip someone off, too. Wish I were European.
MISSOURI -- I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had "paid it in full per agreement". There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don't communicate whatsoever.
You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don't allow any communications to be sent by email, so you could get things sent quickly & easily. Don't ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I'm still waiting on even one call back! Need I go on?!